Customer Success

Only a few years ago, you’d sell a solution to a customer, wait 3-5 years, then come back and resell it. But these days, everything’s moving too quickly for “set it and forget it” sales. Customer needs change quickly. And so do the technologies they’re using. Dimension Data says… That’s why we’re ch…

AI holds tremendous potential to be a disruptive force, but only a small percentage of companies appear to be capitalizing on it, according to recent research published in MITSloan Management Review. The way I see it, what stands in the way of progress for most businesses isn’t what you might expect…

Ideally, digitization should simplify the user experience, making it faster and more convenient for customers to interact with a company. But all too often that isn’t the case. In fact, when done wrong, digitization can add layers of unnecessary complexity, resulting in confusion and frustration, an…

Get Inspired to Go Digital in the New Year Is your organization in digital denial? The first step is recognizing it, and the next step is admitting the need to do something about it. TAKE THE QUIZ: Are You In Digital Denial? But don’t wait too long. Experts say that businesses that resist or even po…

A Q&A with TSIA’s Phil Nanus Customer Success (CS) adoption is on the rise and has reached a tipping point: more than 52 percent of the companies surveyed by TSIA in a 2017 study have established CS practices within their organizations. No doubt, many more will follow in 2018 as the business cas…

It’s been a big year for Customer Success as we’ve seen a greater share of Cisco partners get started with implementing a practice within their own organizations. The reasons to do so are powerful: according to Gartner, companies that prioritize the customer experience generate 60% higher profit tha…

As part of my more than 20 years with Cisco, my family and I were fortunate to spend three years on assignment in Singapore. When we relocated back to the U.S. in 2016, we had an immediate need to purchase two cars. Without a specific vehicle preference in mind, we relied heavily on the recommendati…

On the heels of a very successful Partner Summit, it’s clear that our partners continue to “own IT” and are viewed as the best in the business. Through the years, Cisco has also built a reputation as a world-class selling organization. But as the subscription economy emerged a few years back, we saw…

By now you’ve probably seen this statistic from SiriusDecisions: 80 percent of B2B customers say that customer experience is the most significant reason behind the decision to work with a particular provider. It’s also been reported that if a customer doesn’t see value within 90 days of purchasing a…